The document summarizes a case study of a new jury management system (JMS) in New South Wales that was designed with a focus on user experience, service design, and innovation in government. The key points are: 1) The old jury system had aging technology, difficulty finding information, and poor user experience, while the new JMS aimed to improve public services through modern and accessible design. 2) The new JMS was developed using agile methodologies like user-centered design, continuous improvement, and mobile-first design to create a more efficient end-to-end service for jurors. 3) Early user testing showed the new system dramatically reduced juror processing times from over 3 hours to under

1. A Case Study in Innovation, User Experience
& Service Design in Government.
The NSW Jury
Management System (JMS)

2. Context
Problem
“old JRS system”
• Ailing and old technology
• Need to respond to legislation
requirements
• Information is hard to find &
understand
• Poor response times
• Friction and tension
Opportunity
“new JMS service”
• Need to improve the posture
with NSW public with modern,
accessible and responsive services
• Consistent & clear messages and
easy access to information
• Enable public to engage at times
that are convenient (self-service
opportunity)
• Continuously improve services

3. Before
Notice of
Inclusion
“If you are on a Jury Roll”
“I never received this”
“What do I do?”
Inconvenient
Excusals
Call-Centre/
Back Office
“No information – please
call back tomorrow”
“Send additional
information”
Summons
“You are required
to attend court”
“This is confusing”
“This is a nuisance”
Attendance
“Your Panel is required”
Waste of time – and
long waiting periods
“When?”
“Where?”
Empanelment
“Are you able to serve?”
Orientation &
Induction
Confidence/Civic Duty
“Solemnity”
180 000+Prospective jurors
75 000+jurors
130 000+Summoned
32 652+jurors
9 750+jurors
Lifecycle
Stages
Touch
points
Message
Jurors
Volumes
Per Year
Emotion
Summons Stage Excusal & Attendance
P
P

4. After
Notice of
Inclusion
“You are on a Jury Roll”
“Great,Icantellyoumy
inconvenientdates”
Inconvenient
Dates
Self-Service
Online
juror.nsw.gov.au
“Personally I’m more
likely to go online.”
Accessible
Cater for traditional and
off-line processes
Summons
“You are required
to attend court”
Clear information
Consistent message
Attendance
juror.nsw.gov.au
Google Maps
SMS Reminders
Easy to access
information
Reduced time
Empanelment
juror.nsw.gov.au
This is an interesting
experience
Confidence/
Civic Duty
“Solemnity”
180 000+Prospective Jurors
TBDjurors
130 000+Summoned
TBDjurors
TBDjurors
Summons Stage Excusal & Attendance
Mobile-First
Lifecycle
Stages
Touch
points
Message
Jurors
Volumes
Per Year
Emotion
P P
P P
P
P
P
P

5. user-centred
modern
service-designmobile-first
UX
accountabilityimprove posture
design
leadership innovation
delivery-focus
continuous improvement
accessibility
quality assurance
open standards
diversity
agile
On-time
team
collaboration
integrity

6. The benefits of incorporating
UX throughout the entire project
life-cycle (end-to-end) results in
effective service delivery:
• Satisfied users (both public
and staff)
• Low on-going maintenance
and support costs
• Low training costs
• Meeting project objectives
(on-time and within budget)
• Innovations are understood
and embraced constantly
Embracing
user-centred
design

7. Real need to gain an understanding
of the overall context of use
• Gain an understanding of Staff
and Jurors – their tasks, aspirations
and frustrations.
• Define the requirements and make
appropriate decisions about the
correct technology
• This also means not building – or
buying – unnecessary functions
Deferring
Technology
Decisions
“Time spent in
reconnaissance is
seldom wasted”
– Sun Tzu

8. • Technology needs to be demystified
• It is an enabler and a utility (like
water or electricity)
• An Agile approach using open-
source constructs enables the design
proposition to be met effectively
• Satisfied users
• Low Support and Training costs
Open-
Architecture…
scalable,
robust and
reliable
• Open-source
technology is so
pervasive (and cheaper)
• Open-source enables
agile adaptions and
better services
• Open source better
suits the Cloud
• Technology is a utility
(like water and lights)
• Proprietary software
simply does not fit
the business case
• Proprietary software
has a ‘lock-in’ to the
upgrade path
• Customisations are
expensive
/

9. • Enable a “Lean” (start-up) team to
be embedded in the business
• Foster creativity through an open
hierarchy with direct access to the
business
• Promote continuous collaboration
Team
organisation
fosters
innovation
Team is collegiate and supportive
Self-organising
Involve the business in product & service roles
Ownership and responsibility

10. Project
Governance &
Accountability –
with a rigorous
focus on Delivery
JMS Project
Methodology
Product Sponsor
Monthly Steering Committee
Service Owner
Fortnightly Sprint retrospectives
Fortnightly Sprint Planning Sessions
Product Owner
Fortnightly Review Session
Daily Stand-up
User
Experience
(Research
& Test)
Quality
Assurance
(Product
Quality)
Solution
Architecture
(Open
Technology)
Continuous
Improvement
& Integration
Business
Prioritisation
(Product
Backlog)
Delivery

11. It is much more effective to design for
the ‘constrained’ environment first,
rather than trying to bolt-on a bloated
design afterwards…
• Cater for the rapid uptake of smart-
phones and tablet devices
• Engage with the public in a manner
that they understand
• Ensure that all features can be
executed on mobile
• Build Accessibility into the design
• Ensure responsive design and
adaptive content throughout
Designing
for Mobile-
first

12. Projects are not deployed into a
vacuum. Ensure that the solution
is deployed into a context that
continuously evolves and improves…
• Service design is part of the overall
approach
• High-aptitude individuals who get
UX at every level
• Solution needs to be scalable and
robust (Solution Architecture)
• Agile has a necessary overhead and
discipline – this involves principles
of continuous improvement,
continuous build, test and deploy
• Development is feature driven and
informed by the UX
• All development is test-driven
• Annotated wireframes are validated
by UX testing
• QA is embedded in the overall
process
Continuous
Improvement

13. 180 000+NOIs
Better placed to handle the high volumes
170 000Summons/
End to End
Service
Design
Self-ServicePublic Interface
IVRAutomated Phone Service
ExpressJury Assembly Room Check-in
Cloudenabled
SMSReminder Service
Downing
Centre
Parrama%a

14. Previous
• Paper based processing
• Inefficient queues & friction
• All Jurors cards “pre-printed”
and “pre-sorted”
New JMS service
• Instant check-in
• Juror cards printed on the spot
• Faster juror processing
• Support for paper based
processing – if required
Service
Design &
Delivery

15. Downing Centre –
Jury Assembly Room
• Improved panel processing –
reduced friction
• On the spot check-in and excusal
determination
• Improved service and reduced
double handling
• Automation and reduction of paper
processing
JRS “Old System” New JMS system
Juror
Processing
time
3hrs 30minaverage processing time
week commencing 31/3/2014
week commencing 7/4/2014
47min
mon
47min
mon
45min
TUES
36min
TUES
43min
wed
37min
wed
35min
thurs

16. Lismore
Dubbo
New South Wales
Orange
Paramatta
Campbelltown
Griffith
Wagga Wagga
Albury
Nowra
Newcastle
Downing Centre
King Street
Darlinghurst
• New service will be rolled out to 31
court locations across NSW
• UX Research & testing was
conducted at highlighted locations
UX
Coverage

17. JMS
Compliance
with WCAG
Guidelines
The Web Content Accessibility
Guidelines (WCAG) Version 2.0 have
been mandated for all Federal and
NSW Government agencies and
departments.
Level AA
Compliance
Dec 2014
JMS is currently
compliant
to Level AA
Level A
Compliance
Dec 2012
WCAG 2.0
Published
Dec 2008

18. JMS Public
Interface
• Ease-of-use, ‘ATM-like’
• Extensive user testing involving
regional and rural settings
• Accessibility Testing to ensure
WCAG Level AA

19. Thank you for your time